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Call Center Employee Assignment

We recommend contacting the Nextiva Support Team via chat, email or by phone to accomplish this task. Nextiva’s Call Center allows your agents to be in multiple queues simultaneously; please keep this in mind as you are assigning employees. If you feel comfortable setting these up on your own, please watch the video and follow the following steps.


How to add Employees in the Nextiva Portal at a group level:

  1. Make sure that your Nextiva Account Executive has added the Call Center feature to the employee’s account.
  2. Log in to the NextOS Portal by visiting www.nextiva.com and clicking on the Customer Login found at the top right. You must be in the administrator’s account.
  3. Once you’re logged in to the NextOS Portal with your administrator credentials, click Sites & Employees. Identify the Site Name location you would like to access and click Login under the corresponding site.
  4. Click on Call Center on the left menu. Under the Basic column, click on Call Centers.
  5. If you have more than one call center, you will see a list of call centers on the next page. Find the call center that you want and click Edit at the end of that row.
  6. Under the Basic column, click on Agents. Click on Search at the end of search criteria row.
  7. Find the Employee under Available Agents. Highlight their name & add it to the Assigned Agents box. Click OK to save.
  8. If the employee is a member of more than one call center, you will need to go into each call center & add the employee as an agent in each call center. Repeat steps 3-6.

How to add Employees in the Nextiva Portal at a user level:

  1. Log in to the NextOS Portal by visiting www.nextiva.com and clicking on the Customer Login found at the top right. You must be in the administrator’s account.
  2. Once you’re logged in to the NextOS Portal with your administrator credentials, click Sites & Employees. Identify the Site Name location you would like to access and click Login under the corresponding site.
  3. Under the Basic column, click on Users and then Search. You will see a list of all employees.
  4. Click on the user who you want to add. Click on Call Control on the left blue panel.
  5. Under the Advanced column, click on Call Center.
  6. Check the box under Join call center to add the employee to the call center. Click OK to save it.
  7. If your employee is a member of more than one call center, you may need to check more than one box.
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